Open questions or probes
cannot be answered by "yes" or "no"
compel the patron to talk more about their needs
allow you to find out more about the topic
avoid asking leading questions
are more efficient for discovering a patron's need
Examples of open questions
What kind of information on _________ are you looking for?
Would you tell me more about _________?
Can you give me an example?
Is there something specific about _________ you are looking for?
I'm not sure I understand, could you explain?
Can you describe the kind of information you would like to find?